3.8 KiB
Know how you can make a positive impact Be legally compliant Understand Walk out Happy Know why customers return
Customer Interaction
Welcome your customer Get to know your customer Package building Ask for the business… Assumptive Close: "Help yourself to a seat and I will get the phone for you?" Direct Close: "Would you like to do that today?" Alternative Close: "For the final decision, which colour would you like?"
Objections
"I don't have the money right now" - Hand leaflet "I want to have a think about it" - Hand leaflet "That's a bit much"
Out of stock, don't want DFW Previous deals more appealing Not the account holder No Bank Card No transfers
Don't want to pay first month / ETC - Show calculations that they pay the same price no matter what, and tell them about 14 day cancellation. Tell about rollover data. Until next billing cycle, extra 8GB data. Previous deal more appealing - Hand leaflet and ask if they are interested in other deals, if interested in nothing, just advise to wait until next month and show date.
Not happy about transferring - Explain how to transfer, have you got any family members that could help. Researching other prices - Frozen CC deals, no price increases, family discount, anytime upgrade, protect. Ask what benefits other companies give, ask about the deal they have found.
Don't want DFW - Check stock in other stores. Can change date. Want to think about it - Urgency, deal only on for x days.
Core of the Objection
- Be curious - ask questions
- Ask open questions
- Show empathy
- Respond
Compliant Sales
- Must Informs
- Always lock screen when walking away
- Do not turn screen unless necessary
- Can't leave store without phone. GDPR.
Regulatory Bodies
FCA
- Financial Conduct Authority.
- Regulates financial services industry.
- Make sure financial markets are fair to customers.
Ofcom
- Office of Communications.
- Make sure people get the best from broadband and cell.
- Regulates radio and transmission.
ICO
- Information Commissioners Office.
- Promoting good practice in handling personal data.
- Gives advice and guidance on data protection.
Compliance Support
- Compliance Hub on SharePoint
- Contains every single point relating to regulatory and compliance, audit, job aid, legal support, clear-down, etc.
Walk out Happy
- Teaching rather than doing
- SmartSwitch > Public WiFi unsafe, banking.
- TM App
- Improve NPS
- App Activations
- More time with all customers
- Reduce unnecessary contact and visits
- Acknowledge
- Assess
- Delegate / Multitask
- Set Expectations Early
- Support Tools
- TM App
- Online Account
- Device Helps
- WebChat & Customer Care
- SMS Support
Set up Customers
Turn on WiFi calling & VoLTE Tesco Mobile App Tesco Grocery & Clubcard Efficiency
Do
Find out what they need help with. Open questions. Clear expectations. Reassure customers. Send links. Install TM SIM. Guide Customer. Encourage to contact manufacturer.
Don't
Set up phones and devices connected to other networks. Ask closed questions. Contact another network. Take the phone out of the customer's line of sight. Set up banking, socials, 3rd party apps. In-depth tutorials. Download additional apps. Reset any accounts. Perform software updates. Factory reset customer's phone.
Returning Customers
Sales IS more important than service. Service will bring people through the door, but 50 served with 0 sales < 5 served with 5 sales. Mediocre / Good NPS in exchange for more sales is unfortunately a good thing.
Why do customers return to your store?
- CCP, satisfied with pricing.
- Communications sent to them.
- Happy with customer service.
- Personal rapport.
- Physical stores, can see phones and reps.
- Consistent colleagues, customer knows what they're going to get.
Growth Vs Fixed Mindset
